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All replies
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Helpful answers
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Sep 2, 2012 11:34 AM in response to Boston Jonby Nenad83,Hi, got question, can log with adobe ID on this site, and have accsees to app store with my IPad, but when donwloading apps they are on waiting, and after some time it said can not connect to itunes. Help please...
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Sep 3, 2012 12:55 PM in response to DrNoirby Frustr4ted,My apple ID has being disable for over a week and every day i send an e-mail following up and whenever i get i reply is "we are working on it"
This is beyond belief, i created a new ID and nothing they block that one as well. I cannot even redeem a "Gift Card".
I'm planning on going to an Apple store to see if i can return it and get a Android Tablet, where i'm sure I will not have this problem.
It's sad that Apple with all the money they have cannot improve or make a complete change on something as simple as customer support. But one that can actually help you and not just tell "Unfortunately I am not able to do that, we are working on it"
WORK ON IT!!!!! but not for weeks. Like i said it's beyond ridicolous.
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Sep 3, 2012 3:16 PM in response to Frustr4tedby Boston Jon,Doesn't anyone from Apple read the communities. There are thousands examples of this problem waiting to happen. I just don't get it. Another customer lost because of aboslutely unthinkably poor customer support.
First people turn in their phone or tablet. That means the chances of them buying a PC are zero. When a TV comes out - zero again. Besides ruining people's lives it's costing shareholders money. Please fix.
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Sep 3, 2012 6:22 PM in response to Boston Jonby Run10K31,I have the same issue. Two weeks ago my wife saw two charges for $63.59 on our credit card and I thought one was a duplicate. After calling the credit card company I realized the charge was legit and asked the credit card company to reinstate the charge but it was too late for Apple and they suspended my ID. I went back and forth on email with iTunes support but was told there was nothing they could do until they finished their investigation. I called my credit company and got a name and a number of someone who could verify that I approved the charge but Apple said that they would not call my credit company and that my suspension had nothing to do with my credit card company stopping payment. They then said they would not tell me why it ws suspended or how long it would take but I must wait with "steadfast resolve" and that they would contact me when they have a fix. That was Aug 22nd....
Any ideas as to how long I will be waiting?
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Sep 4, 2012 6:29 AM in response to Run10K31by Lalock,Run: I posted a while back, but my experience may help you. Did you call the credit card company's customer service? Apple may be waiting for them to verify that the charge is valid. That's what happened with me, and as soon as I convinced the company that the charge was authorized and to notify Apple that my account was clear with them, my account was reinstated within an hour.
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Sep 4, 2012 7:49 AM in response to Lalockby Ho4130,It's been almost 3 weeks now since my ID has been disabled. The bank has fixed all problems on their end within minutes of me calling. iTunes support is taking their sweet time. I wish I could say I'm going somewhere else with my buisness but that only works with cabel companies. I just wish the customer service was much faster here and they didn't have the "I could care less about your account" attitude. When I keep getting emails saying "We don't know why your account is disabled and we can't fix it" doesn't make me feel good at all about the customer service.
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Sep 4, 2012 9:44 AM in response to Boston Jonby timesawastin,It's unfortunate the support Apple is giving to their iTunes customers. If I had the same level of support for my customers, I'd have been out of business a long time ago.
Good luck with your APPL stock.
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Sep 6, 2012 4:25 AM in response to DrNoirby Whoa73,I am too in disbelief with the response and resolution to the problem that many are discussing on this board. I had unauthorized charges on my account over a year ago which I disputed with my bank. Unbeknown to me, Apple suspended my account because of the chargebacks. I was always wondering why I couldn't buy and download a movie from Apple TV or a song from I tunes. I just started using Amazon and Netflix to stream movies. Anyway, for my birthday I recieved an Ipad.... yeah, I was so excited!!! Well, that is until I tried to download an app and it said Apple ID disabled. I have been going back and forth with Apple for over 2 weeks with no resolution, only the run around saying it is being investigated with high priority. I have always been very loyal to Apple and have spent a lot of money with this company, however this lack of customer service and poor resolution time is really very frustrating. Does anyone have any recommendations on a faster resolution?
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Sep 5, 2012 2:44 PM in response to Boston Jonby Whoa73,Jon, how long did it take for your ID to be reactivated?
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Sep 5, 2012 4:03 PM in response to Whoa73by Boston Jon,I got lucky and got through to someone in security. After that it took 3 days. After reading everyone elses posts I realize just how lucky I got. It seems like it is taking people longer now than before. Youir experience reads like a horoor story. I wish I had a recommendation on a quicker solution but I don't. Thanks for sending an email to their PR Director. Someone at Apple has to step up - we all just need to find that person. Why stories like yours don't hit home is sad.
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Sep 6, 2012 4:27 AM in response to Whoa73by Whoa73,"I am too in disbelief with the response and resolution to the problem that many are discussing on this board. I had unauthorized charges on my account over a year ago which I disputed with my bank. Unbeknown to me, Apple suspended my account because of the chargebacks. I was always wondering why I couldn't buy and download a movie from Apple TV or a song from I tunes. I just started using Amazon and Netflix to stream movies. Anyway, for my birthday I recieved an Ipad.... yeah, I was so excited!!! Well, that is until I tried to download an app and it said Apple ID disabled. I have been going back and forth with Apple for over 2 weeks with no resolution, only the run around saying it is being investigated with high priority. I have always been very loyal to Apple and have spent a lot of money with this company, however this lack of customer service and poor resolution time is really very frustrating. I am emailing every day and have even copied xxx who is the director of public relations. Does anyone have any recommendations on a faster resolution?"
Also, attached is a transcript from my session on chat with one of your advisors. I appreciated the candid feedback from your advisor, she really seemed like she wanted to help but was "stonewalled". It certainly must be concerning that I am being told I am in a catch 22 - no win situation. Great customer service..... I have to laugh.
Ryan
Dear Ryan,Thank you for your recent chat with Apple Support.
Your case number is xxxxxxxx.
If you need to contact us again about this issue, providing the case number will help our Advisor quickly locate your case.
We want to help you get the best service and support for your Apple product. Please visit our award-winning Support website to find product information, tutorials, troubleshooting steps, and much more. You can also review your case history, including the solutions your Apple Advisor recommended, at My Support Profile.
A transcript of your chat support session follows:
Chat Transcript
Wednesday, September 5, 2012 05:20 PM
Duration: 28 minutes 23 seconds
Jyllian:
Welcome to iTunes chat support. Please give me a moment to look over your information.
Jyllian:
Hi Ryan. I see your account has been disabled, and you'd like it re-enabled?
Ryan:
YES
Jyllian:
Let me take a look, and see if I can tell what's going on. Please bear with me for a minute or three.
Ryan:
I APPRECIATE YOUR HELP
Jyllian:
Oh, you're very welcome! I'm going to have to do some research on this one, it may take 5 to 10 minutes, but I'll be working on your issue, I promise!
Ryan:
OK
Jyllian:
Thanks.
Jyllian:
Ryan, I fear that I'm the bearer of ill tidings. In order to reenable your account (or any account) we have to complete a manual reset of the password. But, (Catch 22 here) we currently can't reset any passwords.
Jyllian:
What I can do is escalate this issue to myself, and email you when things have changed, and there is a way for us to be able to accomplish this task. I don't have a timeline for that; I do know that this issue is being discussed at the very top level of management. Would you like me to escalate this, so that I can let you know when this is possible?
Ryan:
please. my email isor Either one is fine. please let sr. management know that they need to fix the problem. My idea for a fix is to allow a user to create new id and then merge items purchased on old ID to new ID. I have been dealing for over 2 weeks now with no resolution and it is very upsetting to say the least as I feel I am getting nothing but the "run around" But I do appreciate your help and hope that you can keep your word on truly resolving.
Jyllian:
I'm really sorry that this is impacting you so hard. I did push back at the senior advisor I contacted on this, but met with a stone wall. There isn't a way around this, as Yossarian as it seems. I have added you to my list of persons who need to be contacted, with a special note about your account needing re-enablement. One thing that I can assure you: Senior Apple management is very involved with this process.
Jyllian:
This has literally gone all the way to our CEO.
Ryan:
I get it, account security is top priority and my account was disabled due to fraudulent activity. With that being said, the resolution or lack there of to this point has been very disappointing. For a company with the brand equity of Apple, something needs done fast as one dissatisfied " LOYAL" customer is one too many.
Ryan:
Thanks, I am logging out
Jyllian:
Have a good rest of your week, and I promise to contact you the day the policy changes.
Jyllian:
Are you still there?
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